A few months ago, we at Sneeyeg were starting to get to grips with ServiceNow's Service Bridge and I wrote about my enthusiasm for it here. At the time, I claimed that I would follow up with ‘part 2’ - well, it’s been a while but here it is at last! In the meantime Sneeyeg has delivered Service Bridge implementations including a full end to end multi-party case & incident e-bonding. We integrated a technology and telecommunications provider downstream to their Fortune 500 laboratory equipment and services customer. We integrated them upstream to a global contact centre independent software vendor. Contact centre related cases, raised by the customer, flow seamlessly into the technology provider's ServiceNow instance (automatically generating cases and incidents) and, where applicable, onwards to the contact centre vendor. Notes, status updates and attachments propagate across this whole mini-ecosystem of customer, provider and partner in a single, unified process.

Service Bridge itself has since then moved onwards and upwards with improvements to scalability and capability. It was already good, now it’s even better. I am especially pleased to see support for Service Bridge publishing ServiceNow's Sales & Order Management (SOM) catalogue. This means that telecommunications and technology providers can distribute their catalogue to their customers' ServiceNow instances, enabling the customer to discover and buy the provider's offerings with just a few clicks, right from inside their own ServiceNow workspace. Not only does this reduce cost of sales, it maximises revenue by keeping the provider's latest catalogue offerings on the customer’s desktop and allowing the customer to do business their way and easily. SOM's powerful catalogue supports from the simplest to the most sophisticated of product models, including hierarchical bundling, eligibility and customer-specific pricing. This means that customers can easily buy both generic products and offerings that are personalised to their needs and governed by pre-negotiated pricing and / or discounts.

As with all ServiceNow capabilities, SOM and Service Bridge are part of a single coherent, connected and composable platform. This means that it all 'just works' seamlessly together. For example, You can use ServiceNow no-code Flows to configure and automate your order fulfilment processes. The orders placed directly by your customers, in their own ServiceNow instance can flow directly through to your procurement processes using ServiceNow Source to Pay. You can use Now Assist GenAI to summarise those cases, auto-author knowledge base articles and more.

If you were already thinking about implementing Service Bridge or this article has piqued your interest, complete the form below to get in touch with us. We would love to give you the benefit of our experience and expertise with Service Bridge, Sales & Order Management, Telecommunications Service Management, Technology Provider Service Management and any other aspect of sales and service on the ServiceNow platform.